Thank you Tripps for a fun and enlightening hour cc: @gradontripp @megtripp #sm141
@gradontripp the goal of integrated marketing & #socbiz is accomplish goals more efficiently & effectively - tools regardless #sm141
@brightmatrix @gradontripp - I'm a big fan of @pinterest - if a pic worth 1K words, ... (look at importance of blog pic on openrate) #sm141
@gradontripp people havent gotten past shiny object syndrome since cavemen, not sure we will anytime soon #sm141
Yes RT @gradontripp: A theme: Culture, Training, and Communication are keys to scaling social through the enterprise. agree? #sm141
+1 RT @megtripp: "social media" can be nebulous, because they see it as a set of platforms, not another place for existing functions. #sm141
Regarding budget: $ goes to places where things need to be done. If social is the tool to get you there, dept doesnt matter #sm141
@Marc_Meyer smart move, any initiative should contain a risk mitigation strategy (regardless of social) #sm141
Ignorance in risks mostly. People hear so much about the #fail & everyone but Marketing misses benefits #sm141
@gradontripp @megtripp some may say Comcast, although their service always stunk (forgot hash) #sm141
Ignorance RT @gradontripp: Q3: What obstacles must be overcome within co.s to see social spread as both a function & benefit? #sm141
I've said it before, I believe the biggest innovation in social will come from HR - more here http://t.co/BzSX925Y #sm141
I would hope others would see success of being socially competent, and flow down thru org would be easier #utopia #sm141
Imagine what @ford could do if it could develop its biggest advocates (their employees) into social biz stars #sm141
Imagine what @ford could do if it could develop its biggest advocates (their employees) into social biz stars #sm141
Did I miss Q3? I still live in a process structured world, even though I like to play in social chaos #sm141
Did I miss Q3? I still live in a process structured world, even though I like to play in social chaos #sm141
Agree RT @gradontripp: thats similar to how most orgs dont train their support staff to have proper ownership of customer issues. #sm141
@DRMGListens and I bet there is a socially competent leader at the helm of those org.'s - they have had their "AHA moment" #sm141
jasonkonopinski @Marc_Meyer @gradontripp giggity, giggity #sm141
And do not get me wrong, I am all for org.'s creating a COE (Center of Excellence) for social learning #sm141
Most org.'s don't realize the need to develop social competency and skills of community mgmt #sm141
@megtripp if the real question is about social competency, then that is a different question #sm141
Most org.'s don't realize the need to develop social competency and skills of community mgmt #sm141
@megtripp your strategy should include whatever tools get you to your goal #sm141
If #custserv "owns" your phone channel, does Sales and Marketing need to be trained on how to use and ask permission? #sm141
@megtripp strategy shouldnt be based on a tool. You dont build a phone strategy #sm141
.@gradontripp community mgmt very valuable discipline for any retention focus. similar to process mgmt & project mgmt disciplines #sm141
@gradontripp I think the discipline of community management is incredibly valuable to retention focus, similar to other disciplines #sm141
You are gonna get me mad with the ownership question #hulksmash #sm141
@AppleBoxStudios exactly, culture #sm141
@gradontripp @megtripp - non-narrative data gets lost on individuals, the stories stay #sm141
@gradontripp @megtripp - non-narrative data gets lost on individuals, the stories stay #sm141
.@gradontripp yes & no. Ultimate goals of org. is acquisition and retention - need to break down silly silos #sm141
@AppleBoxStudios most of the carnage is culture related, not social related - ex. papa ginos & dominos #sm141
@AppleBoxStudios most of the carnage is culture related, not social related - ex. papa ginos & dominos #sm141
@brightmatrix by opening up social to whole org. transparency is a natural by product. #sm141
A2: biggest decentralize "myth" - irresponsibility of associates on social channels. They are adults, treat them so #sm141
A2: biggest decentralize "myth" - irresponsibility of associates on social channels. They are adults, treat them so #sm141
A2: biggest risk to decentralization is brand voice. Examples of 2 gr8 #custserv co's Tiffany & Co and Zappos - very diff voices #sm141
A1: Customer level - builds trust by creating transparency into org #sm141
.@gradontripp I think SAP, Dell & Zappos get it - built into their cultures #sm141
A1: Company level: why not leverage all the relationships in your org. for recruiting, brand recog, SEO, etc... #sm141
A2: Dept level: social tools make iteration faster and simpler. Real time collaboration #sm141
A1: Individual level - connecting your org to the best minds IN THE WORLD (who typically create SME content) re; their interests #sm141
A1: Individual level: Social tools are awesome personal dev tools. You can connect to the smartest ppl in world #sm141
A1: Individual level: Social tools are awesome personal dev tools. You can connect to the smartest ppl in world #sm141
A1: Social media is tool, a incredibly useful tool. Its like saying only carpenters can use hammers #sm141
Gr8 ?, tough in 140 RT @gradontripp: Q1: What are the benefits of spreading social through the enterprise vs. keeping it centralized? #sm141
Join me for a #sm141 at Noon ET TweetChat at: http://t.co/crZacQ89 "Scaling Social at Ent Level" w/host @gradontripp #sm141
Wouldnt miss RT @gradontripp: @mpace101 Social scale at the Enterprise level. Hope you can join the fun! #sm141
@gradontripp whatcha chatting about today on #sm141 ?
+11 RT @jasonbreed: want to give big props to @megfowler for running the show today. great insight & bucket stir of solid insights! #sm109
@jennalyns @NealWiser @megfowler love me some hootsuite for everyday use. the twitterchats too fast for multi-tools tho #sm109
@megfowler gotta go http://tweetchat.com for these - the only way to fly *tweet* #sm109
Understand/get social yourself first RT @megfowler: ONE piece of advice in getting started w/soc #custserv, what would it be? #sm109
@megfowler dont forget so much of inbound social is positive, who need your attention even more. Its not all bad & squeaky #sm109
@megfowler dont forget so much of inbound social is positive, who need your attention even more. Its not all bad & squeaky #sm109
@jasonbreed @megfowler @Marc_Meyer - anytime as long as Meg is co-host #sm109
@jasonbreed @megfowler @Marc_Meyer - anytime as long as Meg is co-host #sm109
Got another hr? RT @megfowler: When you launched a customer service venue on social networks, how did your custserv proc change? #sm109
Ironic: this twitterchat got a troll - (a bin Laden one) heh #sm109
Ironic: this twitterchat got a troll - (a bin Laden one) heh #sm109
@neicolec we should meet in person one, debate which are x-func competencies and dept centric :) #sm109
I wondering it any other #custserv org. are creating & curating for SoMe too? Makes custserv proactive #sm109
I wondering it any other #custserv org. are creating & curating for SoMe too? Makes custserv proactive #sm109
@neicolec Then UX should be educating rest of org how to think cust centric, leaving that to 1 place is more risky than SoMe #sm109
Then probably not interested in actual solution, may be a troll RT @megfowler: What if a customer wont take it offline? #sm109
@neicolec I would flip it. SM methodologies should be part of how UX team works #sm109
@megfowler yes have lost noodle, luckily most of my noodles have been private :) #sm109
@megfowler yes have lost noodle, luckily most of my noodles have been private :) #sm109
@megfowler someone's feelings cannot be wrong, yes maybe irrational. Need to ask more questions, its about mutual understand #sm109
@megfowler someone's feelings cannot be wrong, yes maybe irrational. Need to ask more questions, its about mutual understand #sm109
@J_Fuji your thinking about leprichans #sm109
No but their feelings are real RT @megfowler: next question now. Q2: Is the customer always right in social media? #sm109
No but their feelings are real RT @megfowler: next question now. Q2: Is the customer always right in social media? #sm109
@J_Fuji complainers aren't trolls, they are almost heroes in voice of the customer world - trolls are just miserable #sm109
@neicolec need more understanding, because most everything can fit under UX with that methodology #sm109
Agree - we use RACI RT @NealWiser: @mpace101 Maybe not an "owner," but there must be unified guidelines and messaging. #sm109
@NealWiser not sure social needs an "owner", I think its a x-func discipline like process mgmt or communication mgmt #sm109
@NealWiser not sure social needs an "owner", I think its a x-func discipline like process mgmt or communication mgmt #sm109
@megfowler doesnt need to be PR or #Custserv handle, customers see business holistic, not by dept - coordination key #sm109
You can acknowledge trolls, but dont feed the trolls (big diff) #sm109
@megfowler @J_Fuji my take on how to measure trust http://thepaceofservice.com/?p=16 #sm109
IMOHO - PR should not be handling customer service issues, inquiries or acknowledgement - save for the pro's #sm109
IMOHO - PR should not be handling customer service issues, inquiries or acknowledgement - save for the pro's #sm109
based on customer expectations RT @megfowler: What does customer satisfaction over SM channels look like?#sm109 #sm109
Our evidence over past yr is social support C-Sat higher, easier expectations #sm109
Should not change based on channel, its still same customer regardless of phone, chat or social - C-Sat absolute bar #sm109
Should not change based on channel, its still same customer regardless of phone, chat or social - C-Sat absolute bar #sm109
@megfowler & et al - why should C-Sat change based on channel? Not sure should #sm109
Join me for a #sm109 TweetChat at: http://tweetchat.com/room/sm109 "Changing the Customer Satisfaction Approach with Social Media" #sm109
Yes RT @megfowler: R U joining me for #socialmedia chat at 12 ET today? discussing how #custserv expectations are evolving in social. #sm109
Forget to add - very nice job @megfowler RT @mpace101: Very fun, edu-taining past hour, went by quick #sm94
Very fun, edu-taining past hour, went by quick #sm94
Then I learn how to spell (my should be move, the/them) Q3: I just my the personal conversation to Facebook, then Unfriend them :) JK #sm94
Then I learn how to spell (my should be move, the/them) Q3: I just my the personal conversation to Facebook, then Unfriend them :) JK #sm94
Q3: I just my the personal conversation to Facebook, then Unfriend them :) JK #sm94
@megfowler re:problematic - fix the relationship first, focus on the agreement secondarily #sm94
@megfowler re:problematic - fix the relationship first, focus on the agreement secondarily #sm94
@megfowler a challenger is much better than a "Yes Man", "Adversary" or a "Fence sitter" - its about the relationship #sm94
@megfowler a challenger is much better than a "Yes Man", "Adversary" or a "Fence sitter" - its about the relationship #sm94
@AppleBoxStudios yes sometimes they do :) #sm94
Conflict is also a gr8 oppty to turn a challenger into a champion #sm94
Conflict is a form of feedback. Feedback is a gift, what you choose to do w/it is another story #sm94
Conflict is also a gr8 oppty to turn a challenger into a champion #sm94
Conflict is a form of feedback. Feedback is a gift, what you choose to do w/it is another story #sm94
RT @lizscherer: @megfowler Its not important for the cust to "be" right but to "feel" right. conflict mgement solves this paradigm #sm94
The customer always has a perception or feeling (feelings are not wrong/right) RT @megfowler: Is the customer always right? #sm94
Conflicts are an incredibly great case for infusing whole org. w/social. You need to understand social to address socially #sm94
BINGO RT @carissao: Its important that stakeholders from key functions are prepared to act BEFORE a conflict happens. #sm94
Conflicts are an incredibly great case for infusing whole org. w/social. You need to understand social to address socially #sm94
@megfowler @Marc_Meyer -no address openly 1st, with a link to community. Less impact than say twitter or FB but lets convo go #sm94
BINGO RT @carissao: Its important that stakeholders from key functions are prepared to act BEFORE a conflict happens. #sm94
@megfowler @Marc_Meyer -no address openly 1st, with a link to community. Less impact than say twitter or FB but lets convo go #sm94
Sometimes moving things to "less public forum" like a support community is a great, not completely public place to address #sm94
Sometimes moving things to "less public forum" like a support community is a great, not completely public place to address #sm94
@megfowler @Marc_Meyer sometimes you need to let the public know you are addressing issue, if take offline too quick, more issues #sm94
@megfowler @Marc_Meyer sometimes you need to let the public know you are addressing issue, if take offline too quick, more issues #sm94
Step 1: (its before the conflict) set up your governance & process for these issues arise #hastemakeswaste #sm94
Step 1: (its before the conflict) set up your governance & process for these issues arise #hastemakeswaste #sm94
Join me for a #sm94 TweetChat with @megfowler at: http://tweetchat.com/room/sm94 Dealing w/Conflict on Social Networks #sm94
Thanks @AmberCadabra 4 hosting #SM57 (gr8 discussion) & 4 the excellent post today Re: engagement in eye of beholder http://bit.ly/awCPGI
Agreed RT @Marc_Meyer: What's the difference between a dig mktr. & traditional mktr.? Not as much as you think. Goals are the same. #sm57
Q3: Whatever is the right % to engage (one's def) ur current/potential cust where they r at , divided by return #SM57
Q3: Whatever is the right % to engage (one's def) ur current/potential cust where they r at , divided by return #SM57
I'm w/DJ RT @djwaldow: re: #sm57 Q1 Look at # of qualified leads/sales they generate (+retention+return/incr buy)
I'm w/DJ RT @djwaldow: re: #sm57 Q1 Look at # of qualified leads/sales they generate (+retention+return/incr buy)
Apologies ahead for odd twts - Getting set for #sm57 on Managing the Marketing Mix in #socialmedia w/ @AmberCadabra @tweetdeck keep up
FYI, Mind the tweets,Im joining in #socialmedia chat w/ @treypennington Topic: 'Is ur culture even ready for Social Media' Follow #sm56
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
Anyone have any idea how much "mainstream" checks in & reviews, vs early adopters? #SM53
RT barbchamberlain: "Shiny new toy" syndrome? Great customer svc is your starting point--shouldnt need 4sq to tell you that... #sm53
RT @sethcuthbertson Companies will need to train employees that everyone is a "secret shopper" #sm53 (great point!)
Q2: the power in location/real time is for biz to combine real time, pre and post engagement with cust #sm53
Preemptive apology for weird tweets, following location based discussion at #SM53
Yes - esp. if not real RT @Marc_Meyer: #sm51 Does disclosure determine or alter your perception of social media content?
Q2 World is flat & translucent, build trust by being transparent #sm51
Q1 First step (my opinion) is clarity on your Values and Value Proposition - answer who are you first #sm51
Content & Engagement - great blog by @hashsocialmedia #sm51 http://bit.ly/MLEP7
Looking forward to "seeing" u at Customer Service’s Role in Social Media http://bit.ly/boUbCB at noon #sm50 #CustomerService @comcastcares
RT @tomob: #sm47 sentiment is an indicator but should not in and of itself be a goal. Advoacy is the goal. #sm47 -Sent. 4 exec slide show
RT @tomob: #sm47 sentiment is an indicator but should not in and of itself be a goal. Advoacy is the goal. #sm47 -Sent. 4 exec slide show
#SM47 not big on sentiment, its the VOC and the actionable insight that you receive from it
#SM47 not big on sentiment, its the VOC and the actionable insight that you receive from it
Northeast Contact Center Forum #NECCF spring meet http://bit.ly/9BFYGw - I'll be hosting #customerservice meets #SM #SocialMedia roundtable
